战略视角的服务企业业务流程绩效评价研究
发布时间:2018-03-03 08:20
本文选题:流程管理 切入点:流程绩效评价 出处:《哈尔滨商业大学》2017年硕士论文 论文类型:学位论文
【摘要】:随着经济和社会的发展,各行各业都面临着竞争压力增大、服务水平提升等问题,改善管理模式,提升企业绩效越来越成为企业管理者所关注的问题。流程管理理论自20世纪90年代产生后,就成为理论研究和企业实践领域的前卫理论。流程的绩效评价理论作为流程管理理论当中的重要组成部分,已经越来越引起了企业管理研究领域的重视。论文在对相关文献的回顾和梳理中,发现学者对流程绩效评价体系设计存在诸多不足和缺陷,特别是在对流程绩效进行评价时,评价视角单一,评价更加倾向于企业的微观层面,这就使流程无法站在企业更高层面上进行评判,使流程难以适应现阶段的发展需求,正式基于这种现状论文提出了一种全新的服务企业业务流程绩效评价视角——战略视角,以对该领域研究进行补充完善。研究过程中,首先对流程管理和绩效管理的相关理论进行回顾和梳理,从而为服务企业业务流程绩效评价体系设计奠定理论基础;其次,系统地分析以往文献中关于流程绩效评价指标选择的不足,继而提出了从流程的战略评价视角评价流程绩效,并且基于该战略视角下结合服务企业业务流程特征设计出了相应的评价指标、评价方法和评价指标权重分配根据,以此为依据建立服务企业业务流程绩效评价指标体系。然后,以所设计的流程绩效评价指标体系为基础,在此基础上运用数学计量研究方法、定性与定量分析相结合、理论研究与实证分析相结合的研究方法对所设计的流程绩效评价体系进行建模和定量运算,构建服务企业业务流程绩效评价体系的实现模型。最后,将国内某大型通信公司作为实证企业,选取该企业的核心流程之一——客户电路开通服务业务流程进行应用评价,从而获取该业务流程的绩效评价结果,进而提出改进流程的对策和建议。
[Abstract]:With the development of economy and society, all kinds of industries are faced with the problems of increasing competitive pressure, improving service level, and improving the management mode. Since 1990s, the theory of process management has come into being. Process performance evaluation theory is an important part of process management theory. More and more attention has been paid to the field of enterprise management research. In reviewing and combing the relevant literature, it is found that there are many deficiencies and defects in the design of process performance evaluation system, especially in the evaluation of process performance. The evaluation angle is single, the evaluation is more inclined to the microcosmic level of the enterprise, which makes the process unable to judge on the higher level of the enterprise, making the process difficult to adapt to the development demand of the present stage. Based on this status quo, this paper puts forward a new perspective of business process performance evaluation of service enterprises-strategic perspective, in order to supplement and perfect the research in this field. Firstly, the related theories of process management and performance management are reviewed and combed to lay a theoretical foundation for the design of service enterprise business process performance evaluation system. This paper systematically analyzes the shortcomings of the previous literature on the selection of process performance evaluation indicators, and then proposes to evaluate process performance from the perspective of process strategic evaluation. And based on the strategic perspective, the corresponding evaluation index, evaluation method and evaluation index weight distribution are designed in combination with the business process characteristics of the service enterprise. Then, the performance evaluation index system of the service enterprise business process is established on the basis of the evaluation index system. On the basis of the process performance evaluation index system designed, the qualitative and quantitative analysis is combined with the mathematical econometric research method. Combining theoretical research with empirical analysis, the design process performance evaluation system is modeled and quantitatively calculated, and the implementation model of service enterprise business process performance evaluation system is constructed. Taking a large domestic communication company as an empirical enterprise, this paper selects one of the core processes of the enterprise, the customer circuit open service business process, to evaluate the application of the business process, and then obtains the results of the performance evaluation of the business process. Then put forward the countermeasures and suggestions to improve the process.
【学位授予单位】:哈尔滨商业大学
【学位级别】:硕士
【学位授予年份】:2017
【分类号】:F626
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